Job description

With our smooth check-ins, we build an experience that is memorable and unique. With our check-outs, we make transactions feel like part of that same seamless experience. Our arrival and departure associates take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Ambassadors know how to create and maintain the framework for the most memorable and unique guest experiences.

No matter what position you are in, there are a few things that are critical to success – creating a safe work place, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. The Front Office Supervisor will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for front-of-the-house associates – to get it right for our guests and our business each and every time.

The successful Renaissance Front Office Supervisor is an innovator, always challenging the status quo; they are relentless explorers, constantly seeking out the latest and greatest in innovations to improve the guest experience; and they are relationship builders, continually nurturing and expanding their partnerships with fellow associates and local networks.

No matter what position you are in, there are a few things that are critical to success: making sure you have a safe work environment, following company policies and procedures, ensuring your personal appearance is professional, maintaining confidentiality, completing paperwork and documentation, and protecting your fellow associates, guests and company assets.

Qualifications:

• Customer service and cash handling experience is required
• Must have schedule flexibility for both AM/PM, weekends and holidays
• Requires proficiency in English speaking, reading and writing. Mandarin/Spanish skills a plus
• Must be able to multi-task
• Ability to learn quickly and work in a fast-paced position with guest interaction
• A true desire to lead, satisfy and support the needs of others in a fast-paced environment
• High school diploma or equivalent required
• Ability to lift, pull, and push moderate weight (minimum of 50 lbs.)
• Must possess basic computer skills, i.e., Microsoft Word and Excel, Internet Explorer, etc.
• Must have a sense of humor
• Must be self-confident

Responsibilities and Job Functions: include, but are not limited to, the following:

• Act with integrity, honesty and knowledge that promote the culture, values and philosophy of Meyer Jabara Hotels and the Renaissance brand. Display dignity and respect of others at all times.
• Assist associates & guests with check-in and check-out processes (verifying registration, address and credit information, balancing your bank, posting charges). Go above and beyond to provide assistance: i.e., assist with luggage, coffee, directions, wake-up calls, future reservations, etc.
• Courteously and efficiently provide information for associates, guest and visitor inquiries; coordinate all guest requests for special arrangement of services; inform guests of hotel services, features and room amenities.
• When necessary, answer hotel telephones courteously and efficiently following Renaissance brand standards.
• Follow Marriott operational policies and procedures, including those for cash and credit card handling, safety and security and all other policies, procedures and standards to ensure we can consistently exceed the guests’ expectations.

Reporting Relationships:

The Front Office Supervisor will report directly to the Operations Manager.

Position Purpose

This position is responsible for assisting in the overall management and operation of the front-of-house departments of the hotel. This scope includes arrival, departure, night audit, Navigators, bell staff, shuttle operations and valet parking. Uses leadership skills to drive Guest Service Scores, revenue, maximize profit and ensure quality. Applicant must effectively manage assigned associates to ensure achievement of overall financial results, guest satisfaction scores, morale and positive associate relations.

Essential Duties & Responsibilities

• Personally, Delivers Exceptional Guest Service: Assists and responds to associates & guests in a friendly and positive fashion, while providing the highest level of service to the guest. Addresses associates & guest needs and concerns in a proactive and effective manner. Sets a strong example for other associates through exemplary guest service.
• Airline Crew Administration: participates in blocking of rooms, arrival/departure, housekeeping services to rooms, daily reconciliation of airline crew billing, liaison to station managers and third-party booking brokers.
• Sales: Works with sales team to ensure needs of negotiated accounts and groups are met in an organized and effective fashion. Communicates the needs of clients to appropriate hotel staff. Comfortable in taking sales calls or performing walking tours when necessary. The Front Office Supervisor encourages Ambassadors to pass on leads and referrals to the Sales Team.
• Maximizes Guest Satisfaction Scores: Works with the Operations Manager to identify potential obstacles that would prevent exemplary service. Uses available tools and knowledge to suggest ideas to maximize guest satisfaction scores. Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results. Works with hotel team to maintain guest satisfaction scores that are within the range determined by the annual Performance Agreement.
• Financial Responsibility: Manages loyalty program benefits and redemptions, loyalty point awards, service recovery expenses, etc. Responsible for effective labor management of assigned departments through appropriate scheduling and monitoring of payroll. Adjusts expenditures according to fluctuating business needs in a timely manner.
• Training and Development: Responsible for assisting with the ongoing training and development of all front and back-of-the-house hotel associates and maintaining all necessary training records. Ensures that the new-hire-training process effectively prepares our new team members for their positions. Analyzes current training programs and adjusts as needed. Implements brand training initiatives in a timely manner. Utilizes training resources effectively and ensures all training requirements are met.
• People Management: Responsible for effectively coaching and developing front-of-the-house hotel associates. Participates in preparation and implementation of 90-day and annual employee reviews in a timely manner. Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable. Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees. Effectively addresses areas for improvement determined by annual Associate Opinion Survey and communicates results from the survey to the hotel staff in a timely manner.
• Self/Workload Management: Responsible for effective self/workload management and adjusting personal work schedule as dictated by business needs. Demonstrates clear and effective written and verbal skills. Promotes a productive, professional and collaborative work environment. Provides clear direction to the hotel team. Plays an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure that proper communication and planning occurs. Prepares annual Performance Agreement & Learning Plan, Monthly Action Plans and consistently executes plans to achieve department/hotel goals. Provides measurable results with success and learning documentation.
• Safety/Risk Management: Participates in monthly Safety Committee Meetings. Assists in conducting routine inspections of the hotel operation/building to maintain standards of the Marriott Brand, local, state and federal regulations. Ensures a clean and safe work environment. Understands the importance of handling all guest and employee accidents/incidents in a timely and effective manner while following MJ Hotels policy. Completes MJ Hotels incident reports and follows up within appropriate time frame. Assists in promoting corporate safety programs and initiatives.
• Yield Management: Monitors Room inventory, accuracy of rate quotes, market segment PMS coding and room upgrades to maximize revenues/profitability. Applies strategic planning sellout “Best Practices” consistently to grow REVPAR.
• Operational Accountability: Monitors and contributes to Front Desk usage of Guest Planning Screen, ensuring all arrivals are Marked Reviewed. Ensure all deposits are taken prior to arrival, and routing is set up correctly. Keep Front Desk up-to-date with in-house groups from the Sales Department. Monitor GXP Cases, making sure they are responded to and resolved. Work with Operations Manager to update CEC cases. Working Works with Prime Met and LAZ Parking to make sure that guests are billed correctly, resolving any billing disputes.
• Brand Standard Audit participation and compliance.

Pay range for this position is between $24 and $28 per hour.

*The statements in this position description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan

Schedule:

• Day shift
• Evening shift
• Holidays
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Flushing, NY 11354: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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